Richard Shapiro

The Winner Of The 2018 Customer Service Award Goes to…. Best Buy

Filed in Blog, Repeat Business, Retail by Richard Shapiro on February 6, 2018 • 0 Comments In January of 2012 almost every financial analyst was forecasting the demise of Best Buy.  Amazon was Best Buy’s largest competitor with overall annual sale...

2018 Customer Experience Trends

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing...

SmartGift: Gift Giving Gets Personal

In June I attended a retail panel discussion at FIT (Fashion Institute of Technology). One of the panelists was Monika Kochhar, CEO and founder...

2018 Retail Trends

Welcome to the experience economy. Combining customer research, technology, and outside-the-box thinking, brands and retailers have reinvented shopping as a personalized, participatory experience that...

Companies Reduce Associate Mobility: Is it Fair?

I devour news articles relating to business and customer service – part of my job – and rarely am totally surprised.  But, last week...

Ideas for Improving Retail

I recently attended a retailing conference in New York City. On the ride up in the elevator to the 36th floor, I overheard two...

The Key To Uber’s Longevity Is Driver Loyalty

Uber was founded in 2009. Essentially, it is a software company providing a service: an efficient and user-friendly way of transporting passengers from one...

6 Tips to Retain Subscription Services Customers

Subscription services are unique business models and companies are struggling with how to retain those customers. Blue Apron is a good example.  Blue Apron...

3 Retail Trends You Can Expect to See In The 2017 Holiday Season

While the holiday shopping season does not technically begin until Black Friday, it is never too early for retailers to think about what new...

Do Loyalty Programs Lock-In Loyalty?

Do loyalty programs really work?  Possibly, but they only generate long-term results when coupled with a human-to-human component.  According to a recent article in...

Does Self-Serve Drive Customer Loyalty?

The short answer is no. Yes, self-serve can make a customer experience faster and potentially more efficient, but does nothing to create and build...

When Planning Your Customer Retention Strategy: Think Small

Whether your business is B2B or B2C, the key to implementing a successful customer retention strategy is to Think Small, Think Personalized. The key...

Humans Rescue Facebook

Humans to the rescue! Facebook just announced that the company would add 3,000 people (not bots) to the team that polices the site for...

7 More Tips to Turn First Time Shoppers Into Repeat Customers

As promised, the remaining 7 tips to generate repeat business.  We said this in last week’s blog but it is worth repeating:  Generating repeat...

7 Tips to Turn First Time Shoppers Into Repeat Customers

Brick & mortar retailers are complaining about the dramatic reduction in customer traffic.  But, very few companies have a plan in place to turn...

Retailers, Wake-Up and Smell The Groceries

Like other companies in various market sectors, the grocery industry is the next collapsing domino. Every day there is news about the grocery industry;...

When Did Uber’s Rating System Become Worthless?

When I first starting using Uber in 2015, I wrote a blog about how surveys are a waste of time unless the ratings have...

Retailers are making a huge mistake; 7 tips to fix it

It’s not a future trend anymore; shoppers are purchasing online and picking up products in a physical store. It’s an easy and convenient way...

Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar...

A hidden gem is something which is extremely outstanding and not many people know about.  The Consumer Affairs departments within major consumer product companies...

People Powered E-Commerce Sites Will Save The Retail Industry

Brick & mortar retailers are struggling because consumers prefer to self-serve with e-commerce shopping.  The e-commerce channel reduces human-to-human contact and fails to build...

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